Job Details
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Job Description
- Develop and implement customer service policies and procedures
- Help in achieving Sales Target buy offering and promoting products/services
- Define and communicate customer service standards
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Direct the daily operations of the customer service team and Daily schedule at Newhorizons
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer service delivery
- Review customer complaints and Handle It
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of Delivering the Courses
- Co-ordinate and manage customer service projects and initiatives
- Evaluate and performance manage staff
- Identify and address staff training and coaching needs
Job Requirements
- Customer service experience
- In-depth knowledge of customer service principles and practices
- In-depth knowledge of customer service software, databases and CRM tools
- Current with relevant technology trends and applications
- Proficiency in MS Office applications
- Experience in use of social media platforms
- Product knowledge
Skills :
- Communication skills
- Customer service focus
- Supervisory skills
- Problem analysis and problem-solving
- Decision-making
- Planning and organizing
- Initiative
- Flexibility
- Presentation skills
- Stress tolerance
- Leadership skills